Lead CSM – Premier Accounts & AI Change (Remote)

Relativity; Phoenix (AZ); On-site; USD 100,000 - 150,000; Full time

Job summary

Relativity seeks a Lead Customer Success Manager to own Premier Tier partnerships and drive strategic outcomes for high-value accounts. You will lead AI adoption, guide change management, and elevate CSM performance across teams.

With 7–10 years in customer success or advisory roles, you will engage with executives, shape governance, and expand relationships while delivering measurable business value.

Qualifications

• 7–10 years in Customer Success, Consulting, or Strategic Account Management with enterprise experience.
• Track record of driving outcomes across multi-stakeholder executive-level accounts.
• Proven ability to develop team methodology, playbooks, or enablement assets.

Responsibilities

• Own Premier-Tier customer outcomes by coordinating the account team and driving the renewal business case.
• Lead AI adoption and change management for customers, advising on governance and workflows.
• Own department-level initiatives with measurable business impact and coach CS teams on executive engagement.

Skills

Account Management

Collaboration

Communication

CRM

Customer Relationships

Customer Retentions

Customer Success

Relationship Management

Strategic Planning

Team Leadership

Tools

Gainsight

Job description

Relativity seeks a Lead Customer Success Manager to own Premier Tier partnerships and drive strategic outcomes for high-value accounts. You will lead AI adoption, guide change management, and elevate CSM performance across teams.

With 7–10 years in customer success or advisory roles, you will engage with executives, shape governance, and expand relationships while delivering measurable business value.